We stayed at the Westin Sydney in early Feb 2008 for 4 nights, which admittedly was awhile ago. However after reading some of the current reviews, I thought it time that I say something about this overrated hotel. My wife and I generally enjoy staying at the Westin chains around the world, but the Sydney Westin was a let down.
On arrival, we weren't greeted with a smile or any pleasantries by front desk. Although check-in was prompt and efficient, it was all too cold and clinical. Some warmth and a smile would've been nice! Westin prides itself on personal service - I didn't see any sign of that.
The room was nice and tidy, which was welcomed. We had the Deluxe room. The room fittings were of relatively high standards, the bathroom was clean and modern, and the general living area was spacious enough for a family of three. The bed was comfortable enough. Room service was prompt in their delivery of the cot for our then 16 month old son.
The concierge was always very helpful and courteous. He gave us great tips and advice on how to get around the city, and of some general sights and attractions. Although we knew quite a bit about Sydney (having been there several times before), he still managed to give us a great rundown on Sydney.
Our room didn't come with breakfast, so I'm afraid we can't comment on the quality of their food.
Our main gripe was at check out time. We discovered that approximately AUD110 worth of local phone calls was mysteriously charged to our room phone. I disputed this with front desk but they were adamant that we made them! Why would I have kicked up a fuss about local calls if I didn't make them!? I found them to be extremely unhelpful, cold and very clinical in handling the issue. There was no sign of any empathy or concern whatsoever. I wasn't even offered a refund. Another hotel we stayed at in Jun 06 (Sheraton Mirage Port Douglas) and had a similar issue with offered us a refund on the spot - no questions asked. I was very dissapointed with the Westin Sydney to say the least.
When it comes to hotels, you can have the nicest and modern looking rooms. But being the service industry, if your staff can't empathise or 'connect' with your customers (us), you'll never retain their business, and quite possibly lose them forever.
The Westin Sydney has lost us as customers, and it will take a lot of convincing for me to give them a second chance. If you (like us) place emphasis on personalised and empathetic service above all else, the Westin Sydney isn't the place for you.
- Official Description (provided by the hotel):
- The award winning Westin Sydney is situated in the heart of Sydney's fashion and finance district surrounded by Sydney's most exclusive designer shopping, restaurants, theatres and nightlife. SPG Members receive complimentary in room internet when booking direct. Book direct today ... more less
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- Also Known As:
- Westin Sydney Hotel Sydney
- Sydney Westin